L2 / L3 Support
Dedicated second and third-line support for enterprise applications. SLA-backed, escalation-ready, and integrated with your operations.
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What This Engagement Covers
Enterprise applications need enterprise support. We provide L2 and L3 support for the platforms and custom applications we build — and for legacy systems your team has inherited. Full SLA accountability, incident management, root-cause analysis, and continuous improvement built into the engagement.
Included in scope
- L2 application support and incident management
- L3 root-cause analysis and resolution
- SLA design and reporting
- Incident playbook development
- On-call and out-of-hours coverage
- Integration with your ITSM (ServiceNow, Jira Service Management)
When to Engage
Situations We're Built For
"We've built a platform and need ongoing support we can trust."
We provide SLA-backed support from engineers who know the system — not a generic help desk reading from a script.
"Our internal team is overwhelmed with support tickets."
We take on the L2/L3 burden so your engineers can focus on development. With clear escalation paths when we need their knowledge.
"We need out-of-hours coverage for a critical system."
We design an on-call model that covers the risk — from lightweight paging to full follow-the-sun coverage depending on your SLA requirements.
How We Work
Our Approach
Onboarding
System documentation review, knowledge transfer, access provisioning, and playbook development.
SLA design
Response and resolution times calibrated to your business criticality. Reporting cadence agreed upfront.
Operational integration
Integrated into your ITSM, escalation paths, and on-call tooling.
Continuous improvement
Monthly review of incident patterns. Systemic issues escalated for root-cause fix, not recurring workarounds.
Reporting
SLA scorecard, incident trends, and improvement metrics. Delivered monthly to your operations leadership.
Technologies
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